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Let's Talk Loyalty

86 EpisodesProduced by Paula ThomasWebsite

“Let’s Talk Loyalty” is an industry podcast for loyalty marketing professionals. If you work in loyalty marketing, join me every week to learn the latest ideas and marketing insights from loyalty specialists around the world.

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#86: Coalition Loyalty in Colombia with Puntos Colombia

March 4th, 2021

46:09

Puntos Colombia is the leading loyalty programme in Colombia with over 8 million members and it is the first loyalty programme in Latin America to be …

#85: Why Loyalty Programs Fail - Summary Episode

March 2nd, 2021

5:12

In this episode, I share the key lessons and learnings from a report entitled “Why Do Loyalty Programs FAIL?” This report was researched, compiled and published by Mike Capizzi, a loyalty expert and Dean of the Loyalty …

#84: Virgin Red Loyalty Programme Launches in the UK

February 25th, 2021

31:21

Virgin Red is the exciting new loyalty programme launched to reward customers across the entire group of Virgin companies with their new currency - Virgin Points.

This episode features Kelly Best, Chief Marketing …

#83: Summary of Loyalty in 7-Eleven Denmark with Managing Director Jesper Østergaard

February 23rd, 2021

6:00

This summary features the key lessons I learned from Jesper Østergaard, Managing Director of the 7-Eleven chain of stores in Denmark, which in 2019 won the prestigious title of the “International Convenience Retailer of …

#82: Global Airline Loyalty Programme Insights with Evert de Boer

February 18th, 2021

40:47

In early 2020, On Point Loyalty published a research report on the "Top 100 Most Valuable Airline Loyalty Programs" in the world, insights which proved remarkably relevant throughout the year as major US airlines began …

#81: Let's Talk a LITTLE Loyalty - Summary of Interview with Loyalty Expert: Leanne Papaioannou

February 16th, 2021

6:14

This episode of "Let's Talk Loyalty" reviews some of the fascinating insights from my interview with Leanne Papaioannou, founder of the "Chilli Pepper" loyalty agency in Ireland.   

Show Notes:

1) Chilli Pepper Loyalty …

#80: Loyalty Trends in APAC by Epsilon's Ashish Sinha

February 11th, 2021

40:43

As the platform powering loyalty programmes for Walgreens, Dell, Marriott Hotels and many others, Epsilon is uniquely placed to comment on global trends in loyalty as we settle in to 2021. 

Today's episode features an …

#79: Let's Talk a LITTLE Loyalty - Summary of Loyalty Success and Storytelling in South Afric‪a‬

February 9th, 2021

5:46

Helène Brand is a freelance marketing consultant whose experience includes responsibilities for a community-based loyalty program in South Africa …

#78: Yes Rewards from ENOC - Fuel, Food & Convenience Loyalty in UAE

February 4th, 2021

42:03

In late 2020, Dubai enjoyed the launch of its newest loyalty programme in the fuel, food and convenience retail space. 

Yes Rewards is a programme designed to drive customer lifetime value by incentivising cross-sell …

#77 - Let's Talk a LITTLE Loyalty - Award-winning Loyalty Insights from the Middle East

February 2nd, 2021

5:22

Today's five minute episode of "Let's Talk Loyalty" showcases insights from Manav Fernandez, a leading loyalty practitioner here in the Middle East, and summarises some innovative ideas from an unusual industry - the …

#76: Loyalty Programme Liability Management - Len Llaguno, Founder of Kyros Insights

January 28th, 2021

40:44

A key challenge for loyalty program owners is accurately predicting their loyalty program liability years ahead in the future, and how to plan their program from a financial perspective to optimise the lifetime value of …

#75: Let's Talk a LITTLE Loyalty - Summary of Interview with Mike Atkin - The Loyalty Guru

January 26th, 2021

6:02

Mike Atkin has built or advised over eighty-five loyalty programmes worldwide in his extensive career, leading to his industry title as "The Loyalty Guru". 

Listen to this episode of "Let's Talk a LITTLE Loyalty" for a …

#74: Australian Consumer Loyalty Research - Mark James CEO Customology

January 21st, 2021

51:39

Today's episode of "Let's Talk Loyalty" features the latest loyalty research with consumers in Australia, conducted by Customology, the "most awarded …

#73: Let's Talk a LITTLE Loyalty - Summary of 3Plus Telecom Loyalty Programme in Ireland

January 19th, 2021

6:18

3Plus was recognised as " Ireland's Best Loyalty Ireland" so this episode is a summary of my interview with Siobhan Lynch who manages it.  

Listen to learn how this innovative partnership proposition is used to retain …

#72: Global Predictions for Loyalty Marketing in 2021

January 14th, 2021

16:01

This show discusses exciting global perspectives on what the year 2021 might hold for loyalty marketing, featuring four colleagues from The Customer …

#71: Let's Talk a Little Loyalty - Raymond Rewards India

January 12th, 2021

5:33

Today's podcast summarises key learnings from a loyalty leader in India. 

Sanjeev Nichani has led loyalty programmes, partnerships and propositions for an award-winning fashion retail loyalty programme called Raymond …

#70: Ikea Family Club with Aaron Mitchell - Global VP Loyalty

January 7th, 2021

54:21

As one of the world's most iconic retail brands, Ikea boasts 156 million members of its Family Club worldwide - a programme that brings the very best of the Ikea brand to its customers. 

Today's episode features an …

#69: Let's Talk A Little Loyalty - Introduction

January 5th, 2021

2:53

Today I am announcing my new short format podcast – called “Let’s Talk (a Little) Loyalty”.

This show is my new weekly episode - a simple five-minute summary of the key learnings from a previous show that you might have …

#68: Mindful Marketing & Loyalty Insights from Scandinavia.

December 31st, 2020

43:47

As we come to the end of 2020, we explore the little-known concept of “mindful marketing” and how it relates to loyalty through an interview with

#67: Loyalty for Small Companies - Driving Lucrative Loyalty

December 24th, 2020

42:50

Today's episode of Let's Talk Loyalty features some important concepts that go back the basics of how companies connect with their customers, featuring an interview with Ali Cudby, best selling author of "Keep Your …

#66: Loyalty Statistics & Loyalty Programme Performance in India - What Does Success Look Like

December 17th, 2020

41:30

On World Statistics Day, a group of experienced loyalty marketers in India collated their favourite loyalty statistics to help define what success …

#65: Paul Smitton talks Asia Miles, Innovative Ideas in Airline Loyalty and Preparing for Travel's Inevitable Rebound

December 10th, 2020

49:51

As CEO of Asia Miles, Paul Smitton is a loyalty industry veteran, and in today's episode of "Let's Talk Loyalty", he shares some exciting insights, …

#64: Customer Based Corporate Valuation - Daniel McCarthy of Emory University

December 3rd, 2020

51:28

Today Let's Talk Loyalty looks at how loyalty as it's evolving academically as I interview Assistant Professor of Marketing at Emory University, Dan …

#63: Vodacom South Africa Launches Vodabucks

November 26th, 2020

43:01

As the market leader providing telecoms services to over 37 million people in South Africa, Vodacom is an award-winning consumer brand that launched an exciting new loyalty programme called Vodabucks in August 2020.  

#62: The Value of Loyalty Members as a Media Asset

November 19th, 2020

47:02

Every loyalty programme owner has invested in capturing the attention and interest of its members, and that attention is often much more valuable than the business realises. 

In this episode of LetsTalkLoyalty, we chat …

#61: Yuu Rewards, Hong Kong's New Coalition Programme

November 12th, 2020

40:13

Yuu Rewards has taken the Hong Kong Market by storm.  Launched in July 2020, this innovative coalition programme connects ten brands and over 2,000 …

#60: BP Discusses Driving Loyalty in Fuel & Convenience Globally

November 5th, 2020

45:06

BP is one of the world's largest oil companies, operating over 18,700 service stations and running loyalty programmes in over twenty countries …

#59: Epsilon Talks 121 Loyalty, Contactless Loyalty and Emotional Loyalty

October 29th, 2020

44:22

Today's episode of Let's Talk Loyalty showcases Epsilon's latest loyalty learnings from two of their senior Directors, featuring Tamara Oliverio as …

#58: Global Loyalty Insights from Comarch's Sidney Dunn

October 22nd, 2020

52:25

As the technology platform that powers loyalty programmes for global brands such as BP, Heathrow Airport, Enterprise Rent-a-Car, ADNOC Petroleum …

#57: Award-winning loyalty programme in Mauritius - Wiiv Rewards

October 15th, 2020

42:39

Wiiv Rewards is a coalition loyalty programme launched in Mauritius by the country's largest private company IBL Group

As a group-owned multi …

#56: Head for Points - Interview with the UK's leading website for frequent flyers

October 8th, 2020

45:16

Rob Burgess is a leading travel loyalty expert in the UK, reporting on campaigns by airlines and hotels as well as loyalty-led credit cards in the UK market.

Rob personally boasts over 1 million Avios points, 1 …

#55: Vodafone UK's Loyalty Programme - Very Me Rewards with Camilo Courtenay

October 1st, 2020

31:03

Vodafone is renowned internationally as an innovative telecommunications network, operating in many of the world's most competitive markets such as the UK. 

With a laser focus on customer retention and loyalty, the …

#54: The Role of Simplicity in Driving Customer Loyalty - B2B Marketer of the Year - Margaret Molloy

September 24th, 2020

1:01:16

As winner of the "B2B Marketer of the Year" award, Margaret Molloy is recognised globally as a marketing thought leader. She is the Chief Marketing …

#53: Driving Loyalty in Shell worldwide - Pavel Los shares insights on his award-winning loyalty programmes

September 17th, 2020

40:16

Pavel Los is the Global Loyalty Manager for Shell, the world-renowned oil company running loyalty programmes in 21 countries. 

Shell recently  topped the leader board at the Loyalty Magazine Awards, winning awards for …

#52: Connecting with Community for Local Loyalty - with Dr Chris Arnold

September 10th, 2020

44:51

As a former Creative Director and senior board director of Saatchi & Saatchi, Dr Chris Arnold is a business strategist, innovative thinker and a …

#51: The Loyalty Magazine Awards

September 3rd, 2020

37:47

Every year, loyalty marketers around the world send off their programmes to compete with the best in the industry for the annual Loyalty Magazine …

#50: KPMG Customer Research - Connecting with The New Customer

August 27th, 2020

25:24

As customers respond to our dramatically different world, trust is becoming an essential ingredient in business, not just to ensure customer loyalty, but to ensure business survival.

In its fascinating reports on the …

#49: ONE YEAR BIRTHDAY - Let's Talk Loyalty - Loyalty Academy Competition

August 20th, 2020

36:51

Let's Talk Loyalty is one year old on August 22nd so today we are celebrating!

It’s been an incredible roller-coaster year, filled with fun, …

#48: Etihad Guest - Loyalty Insights from Etihad Airways

August 13th, 2020

32:25

Etihad Guest is the loyalty program for Etihad Airways - the flag carrier of the UAE, based in Abu Dhabi. 

With over 7 million members, re-launched in November 2019, the Guest programme has continued to innovate, …

#47: Shirley King - Loyalty Program Manager, IHG Rewards Club & Kimpton Inner Circle

August 6th, 2020

39:46

Shirley King has been designing, developing and building loyalty programmes for a luxury boutique hotel brand within IHG Group, including the "Kimpton Hotels Inner Circle" as well as the "IHG Rewards Club" for over …

#46: Dell's Global Loyalty Lead - Exploring Gamification

July 30th, 2020

1:06:07

Dell is one of the world's best known computer companies, positioning itself as "powering the next technological revolution". 

With a laser focus on …

#45: Loyalty Insights from India - Customer Strategy Network - Kunal Mohiuddin

July 23rd, 2020

37:49

As a loyalty expert based in India, Kunal Mohiuddin has an extensive career as a loyalty practitioner, building innovative loyalty technology …

#44: Leveraging Subscriptions to Create the Ultimate Loyalty

July 16th, 2020

50:56

Consumer behaviour is changing dramatically, and business models need to evolve to find ways to create loyalty even beyond loyalty programmes. One …

#43: Loyalty Marketing in B2B & Concepts Post-Covid - Dr David Cox

July 9th, 2020

49:28

Dr David Cox is a loyalty expert and one of the few industry leaders who also boasts a PhD in loyalty marketing! 

In this episode of "Let's Talk Loyalty", we discuss key concepts in motivational marketing that drive …

#42: Loyalty Leadership using NPS and Customer Lifetime Value - with Rob Markey, Bain & Company

July 2nd, 2020

57:34

As the founder of Bain & Company's Customer practice, Rob Markey is the one of the world's leading authorities on customer loyalty, having co-created The Net Promoter System® - the industry metric and framework now …

#41: Bryan Pearson - Loyalty Personality of the Year and LoyaltyOne former CEO

June 25th, 2020

51:47

Bryan Pearson, the former CEO LoyaltyOne is known globally as a leader in loyalty, retail marketing and analytics. 

He is also the author of the bestselling book "The Loyalty Leap: Turning Customer Information Into …

#40: Loyalty Lessons From Wharton School's Professor of Marketing

June 18th, 2020

39:00

This episode of "Lets Talk Loyalty" was inspired by some exciting ideas emerging from academic leaders who are increasingly helping investors to consider the future lifetime value of customers (not just historic …

#39: Sky VIP UK with Head of Customer Loyalty, Rob Chandler

June 11th, 2020

42:29

As the UK's largest broadcaster, Sky has access to some of the top entertainment assets in the world including The Premier League for football fans …

#38: ebookers Bonus+ Rewards Programme

June 4th, 2020

38:54

In the travel sector, a compelling loyalty programme can be a key differentiator for customers - for airlines, hotels and also for online travel agencies.

ebookers UK was originally launched in 1998 as the UK's first …

#37: A Compelling Concept - Return on Loyalty

May 28th, 2020

46:44

Statisticians are familiar with the concept of “self-selection” but it’s rarely discussed, understood or accounted for when determining your “return on loyalty”.

Simply because your most loyal customers have joined your …

#36: Rakuten Rewards

May 21st, 2020

37:08

With over 15 million members, Rakuten Rewards is one the world’s largest cash back programs, and to date it has paid out over $2 billion to members across online and offline retail stores in the United States! 

In this …

#35: What the Brits Want From Loyalty

May 14th, 2020

49:06

Loyalty Managers around the world often look to the UK for inspiration and exciting new ideas and trends. YouGov is the UK’s “most quoted research agency” on consumer opinion, and earlier this year, together with Mando …

#34: 119 Customer Loyalty Ideas to beat COVID-19

May 7th, 2020

48:53

On 20th March 2020, Adam Posner posted a call to action on LinkedIn asking loyalty and business professionals worldwide to collaborate and contribute …

#33: Loyalty Insights from Epsilon

April 30th, 2020

36:53

As the loyalty platform partner for brands like Dell, Dunkin' and Walgreens, Epsilon powers customer conversations and communications for some of the best brands in the world. In this episode, I interview their Vice …

#32: AAdvantage - Caring for Loyal Customers through Challenging Times.

April 23rd, 2020

33:47

As President of the AAdvantage Program and Vice-President of Customer Loyalty and Insights at American Airlines, Bridget Blaise-Shamai leads a team of over 700 loyalty and customer service professionals running one of …

#31: Innovative Ideas and Emerging Tech in Loyalty

April 16th, 2020

36:44

In today's episode of "Let's Talk Loyalty", I chat to Simon Rowles, a fellow Customer Loyalty Marketing Professional (CLMP) and CSN consultant for …

#30: (Before Covid 19) Five UK Trends for 2020

April 9th, 2020

16:16

This episode of "Let's Talk Loyalty" was recorded in early March 2020 - some weeks before all of our lives were consumed by the very real threat of the Corona Virus. I had written an article about the key UK Trends …

#29: Rewarding Loyalty with Luxury Experiences.

April 2nd, 2020

40:05

The Chalhoub Group is the largest retailer for luxury across the Middle East since 1955 with over 12,000 employees and a portfolio of some of the …

#28: Corona Virus Challenges - Solutions for Convenience Retailers

March 26th, 2020

25:30

With much of the world locked down for the forseeable future, the conversations around loyalty are changing. Safeguarding our customers, our staff and ourselves has become our biggest concern.  

While businesses adapt …

#27: Customer Loyalty and Landscape Research - South African Insights

March 18th, 2020

42:59

With an extra-ordinary career spanning almost 30 years for some of the world's top loyalty brands, Amanda Cromhout is a recognised leader in loyalty. Now based in South Africa, she has created a dedicated loyalty agency …

#26: Australia’s Favourite Loyalty Programme - flybuys – 5 Lessons Learned in 25 Years

March 11th, 2020

41:18

Coalition programmes are notoriously difficult to get right. Managing partners, data and a compelling value proposition are extremely difficult to do …

#25: Skywards - Loyalty Programme for Emirates and Fly Dubai - Interview with Dr Nejib Ben Khedher

March 4th, 2020

45:11

Airline loyalty programmes around the world are recognised and respected as the pioneers of the industry, driving billions of dollars of ancillary …

#24: Loyalty Academy and The Wise Marketer - Partnership Announcement

February 26th, 2020

54:40

This week I am super excited to announce a partnership with my friends in "The Wise Marketer™" - the world's most widely read source of news, and insights on everything to do with loyalty and customer-centric marketing. 

#23: Dan Gipple on Leveraging Loyalty Psychology to Drive Social Change.

February 20th, 2020

45:39

Loyalty programmes are best known as a powerful tool to drive consumers to buy more and spend more however in some rare cases such as "Bella Mossa" …

#22: Driving Loyalty Using CX or "Customer Experience" Mindset

February 13th, 2020

46:22

CX – or “customer experience” has exploded in recent years as a powerful business tool that truly drives customer loyalty and advocacy – not “just” …

#21: Loyalty Lessons from Australia

February 6th, 2020

33:10

Australia is renowned as a sophisticated market when it comes to loyalty - and who better to talk us through it than Sarah Richardson - Chairperson of the Australian Loyalty Association. Sarah has an extensive career …

#20: Leveraging customer passions for your loyalty programme.

January 30th, 2020

46:25

Film, music and games are all assets that loyalty programme owners can leverage to drive emotional engagement with members. Listen to this episode to …

#19: Loyalty Experts Worldwide - An Interview with the "Customer Strategy Network"

January 23rd, 2020

45:52

Running a loyalty programme can be challenging in many ways - with so many internal stakeholders and members to manage,. From platform decisions, …

#18: Trends in Loyalty - My Predictions for 2020

January 16th, 2020

13:23

Today's episode discusses my ideas on loyalty TRENDS emerging for 2020 and beyond. 

Beyond the more frequently-touted ideas around personalisation, subscription programmes and environmental considerations, I've chosen …

#17: Deon Olivier Discusses Fuel Loyalty, Health Insurance Loyalty and Propositions for Financial Services Loyalty

January 8th, 2020

1:03:10

Deon Olivier is an expert loyalty consultant in South Africa with over two decades of experience across telecommunications, financial services and …

#16: British Gas Rewards - Award Winning Loyalty Programme

December 18th, 2019

50:53

Today's episode of "Let's Talk Loyalty" features exclusive insights from an award-winning UK loyalty programme that's loved by millions.

The brief: …

#15: KPMG Global Report - The Truth About Customer Loyalty

December 11th, 2019

51:17

KPMG is one of the world's top management consulting firms and one of the "Big Four" accounting organisations globally with offices in over 150 …

#14: British Airways Executive Club - Airline Loyalty Insights

December 4th, 2019

35:08

The British Airways Executive Club is an industry-leading loyalty programme designed to engage frequent fliers all over the world. This episode discusses how British Airways is using the Executive Club to differentiate …

#13: Earth Rewards - A Loyalty Solution for the Environment

November 27th, 2019

50:17

Climate change is the number one concern for millions of people around the world - whether we've been directly affected by it or simply alarmed by the damage our lifestyles are doing to the planet.

It's time to find …

#12: Award-winning Loyalty in Italy - AS Roma and Advice Group

November 20th, 2019

38:20

Sports fans are incredibly loyal advocates of their Clubs - sometimes from generation to generation. So why would a professional football Club like …

#11: Why Loyalty Programs Fail - FREE Report

November 13th, 2019

47:58

For anyone involved in designing and operating loyalty programs, a key goal is to understand why loyalty programs can sometimes fail to prevent that …

#10: Loyalty in 7-Eleven Denmark with Managing Director Jesper Østergaard

November 6th, 2019

51:33

7-Eleven Denmark won the "NACS International Convenience Retailer of the Year" 2019 award - having reinvented its business from a kiosk operator to a …

#9: 7 Lessons from 7 Loyalty Experts

October 30th, 2019

19:39

After seven incredible interviews, this episode looks back at the seven key lessons I've learned from my expert guests on the show.

"Let's Talk Loyalty" is designed to be educational and inspiring for any of us focused …

#8: Lessons from a Loyalty Expert: Leanne Papaioannou

October 23rd, 2019

1:01:05

Few loyalty professionals can boast in excess of two decades of expertise running loyalty programmes across both consumer and business brands.

Leanne Papaioannou set up "Chilli Pepper" as Ireland's only dedicated …

#7: Award-winning Loyalty Success and Storytelling in South Africa

October 16th, 2019

46:42

Helène Brand is one of the team of loyalty marketers responsible for the outstanding performance of the internationally-recognised and award-winning …

#6: Driving Loyalty Through Charity

October 9th, 2019

1:00:33

It's been said that loyalty marketing is one of the most powerful and effective tools for any commercial marketer - and Crispin Rogers can prove it.

#5: Award-winning Loyalty - Insights from the Middle East

October 2nd, 2019

53:49

Episode five of "Let's Talk Loyalty" discusses an award-winning loyalty programme in the education sector in the Middle East region.

Today I chat to …

#4: The Loyalty Guru - An Interview with Mike Atkin

September 25th, 2019

1:02:21

Mike Atkin has advised, launched or worked on over 85 loyalty programmes in his 30 year career to date and is one of the best known experts in the loyalty industry. His work spans every sector from grocery (Tesco), to …

#3: Award-Winning Loyalty in Ireland

September 17th, 2019

39:16

3Plus is the award-winning loyalty programme for the Three mobile phone network in Ireland.

This show discusses the history of 3Plus, what it offers …

#2: Award-winning Insights from India - Sanjeev Nichani, Raymond Rewards

September 6th, 2019

48:36

As a loyalty marketing professional, Sanjeev Nichani has worked with some of India's top loyalty programmes, including Loylty Rewardz - a programme for over 100 million banking customers in India, AIMIA, and now Raymond …

#1: Let's Talk Loyalty

August 22nd, 2019

12:06

An introduction to your show host - Paula Thomas and a background to the show.

Designed exclusively for loyalty marketing professionals, this episode …

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